Patient Service Representative

Located at our SouthMed Patient Service Center (Centerville, OH) Full-Time Day Shift; Monday-Friday (7:30 AM-4:30 PM) Position Summary: Provide exceptional customer service to patients, clients, and healthcare providers while supporting the daily operations of the Patient Service Center. Responsible for accurately registering patients; verifying demographic, insurance, and billing information; processing laboratory orders; collecting applicable payments; managing patient flow; and performing administrative duties to ensure efficient, accurate laboratory services. Maintains compliance with all regulatory requirements, company policies, and patient confidentiality standards while delivering a positive patient experience. Responsibilities: Greet patients and visitors in a professional, courteous, and compassionate manner. Assist patients with registration, check-in, and scheduling processes to ensure a positive patient experience. Follow established procedures for patient identification and laboratory order verification. Review laboratory orders for completeness and accuracy, including diagnosis codes and provider information; contact provider offices as needed to obtain missing or corrected information. Accurately enter patient demographic, insurance, billing, and order information into laboratory information systems, electronic ordering platforms, and other approved applications. Enter manual laboratory orders as necessary. Verify insurance eligibility and benefits using approved eligibility verification tools. Explain patient financial responsibilities and collect payments in accordance with departmental policies. Obtain required patient signatures, including Advanced Beneficiary Notices (ABNs) and other applicable forms. Print and distribute laboratory orders, specimen labels, and supporting documentation to phlebotomy staff as required. Manage patient flow using scheduling applications to accommodate appointments and walk-in patients while minimizing wait times. Answer incoming telephone calls, return voicemail messages, and provide accurate information to patients, providers, clients, and healthcare facilities. Receive and process laboratory orders, specimen drop-offs, and related documentation from patients, nursing facilities, and provider offices. Contact patients regarding recollection and assist with scheduling return visits when necessary. Distribute specimen collection kits and provide instructions regarding proper specimen collection procedures. Maintain a clean, organized, and professional work environment. Demonstrate positive customer service principles in all interactions with patients, clients, providers, and coworkers. Participate in training and continuing education activities to maintain competency and knowledge of laboratory services. Follow all regulatory requirements, compliance standards, infection control practices, safety guidelines, and company policies and procedures. Perform other duties and responsibilities as assigned. Qualifications: Must be a high school graduate or equivalent. Requires strong keyboarding and computer skills. Experience with Electronic Medical Record systems is a plus. Ability to prioritize and perform multiple tasks in a fast-paced environment. Prefer two to three years of experience in an ambulatory health care setting. Strong knowledge of medical terminology. Prefer knowledge of third-party payers and ICD-10 coding. Physical & Safety Demands: Ability to organize and complete work in an efficient and timely manner. Excellent communication skills. Weekend and holiday rotation schedule as per department policy. Possible exposure to chemical and biological hazards. Be familiar with and adhere to safety, ergonomic and health policies of the Company. Comply with all PPE requirements when in the laboratory or other biohazard areas.  Complete required safety training and health evaluations promptly. Anticipate safety hazards, act upon unsafe situations, and promote safety awareness.